Passengers in revolt over ‘costly, dirty and crowded’ trains

Passengers have complained about expensive ticket prices for overcrowded and uncomfortable journeys [PA]

Most of the 19 companies failed to score more than 50 per cent as passengers complained about some of the highest fares in Europe and overcrowded and unreliable trains.

On commuter routes Greater Anglia managed a miserable 34 per cent score, with Southeastern, First Capital Connect and South West Trains just above.

The survey by consumer group Which? said that, looking at both commuters and leisure passengers, Greater Anglia and Southeastern scored a mere 40 per cent.

The result comes despite a decade of inflation-busting fares, though in January the increase for season tickets was kept to the Retail Price Index. Critics claim that fare increases are outstripping wages. But despite high prices, about half would pay extra for a more reliable service or to guarantee a seat.

Which? yesterday urged passengers to take the trouble to complain to the companies and also to log problems on its website.

Its executive director, Richard Lloyd, said: “It’s disappointing to see some train companies consistently falling down on the basics of customer service, with dirty and overcrowded carriages and toilets that don’t work.

“Seven rail franchises end in the next two years and we want to see passengers’ experiences put right at the heart of the tender process so companies respond to consumer expectations.”

It’s disappointing to see some train companies consistently falling down on the basics of customer service, with dirty and overcrowded carriages and toilets that don’t work

Richard Lloyd, executive director of Which?

The survey of 7,400 regular train users found that 11 of the 19 firms got a customer score of 50 per cent or less.

Among the main gripes were delays, with 16 per cent having a late-running train on their last journey, rising to one in four commuters.

Cattle-truck conditions were also a bugbear with one in five commuters likely to have stood on their last journey. And even the toilets leave a lot to be desired, with one in 10 saying they were not working properly. On London Midland, Southeastern and First Capital Connect this was reported by about one in five.

Among the winners was Merseyrail with a record score of 70 per cent. The top long-distance operator, Grand Central, was rated at 73 per cent and excellent value by leisure passengers.

C2C, which runs between London and Southend, was the best commuter service with 66 per cent.

Rail Minister Stephen Hammond said billions of pounds were being invested in state-of-the-art trains. And for the first time passenger satisfaction will be ­considered when awarding ­franchises.

The Rail Delivery Group, which speaks for the industry, said watchdog Passenger Focus’s more comprehensive survey found that over four out of five passengers were satisfied.